At Sidian Bank, we recognize the significant accountability and inherent risks that an entrepreneur takes to make his ideas and dreams a reality. Our mission is to empower entrepreneurs to create wealth through provision of transformational financial solutions that meet entrepreneurs' needs and facilitate growth through convenience and choice.
Job Purpose
The Relationship Manager is responsible for managing client relationships to achieve the set sales targets and wallet share and ensure sustained business growth and profitability in the assigned customer segment. The role holder will sell, cross/upsell, and deliver excellent sales and service of the bank’s products and services whilst building long-term profitable customer relationships.
Key Responsibilities
Branch Strategic Input and Planning
- Contribute to the completion of the branch operational plan by preparing and implementing an individual business plan encompassing strategies for performance on branch growth objectives.
- Formulate and implement personal initiatives for assigned and new business portfolios aimed at increasing new business and share of wallet from existing clients.
- Prepare a personal action plan that contributes to the overall branch budget.
Business Growth & Development
- Assume full responsibility for all product lines and all sales and business development for new and assigned business portfolios.
- Achieve business growth of the Business portfolio (Both Assets and Liabilities) ensuring income, quality, and portfolio growth targets are achieved.
- Grow client recruitment, increased transactional income, cross-selling of products, and Customer relationship management as per set bank targets.
- Develop new business opportunities and monitor activities in line with the Bank’s long-term strategic and annual business plans.
- Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines, and the Banking Act.
- Leverage position as a trusted advisor to proactively manage PAR.
Marketing & Brand Management
- Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
- Understand and provide clear direction based on market analysis of local area consumer trends and competitor offerings.
- Establish relationships with key clients or business influencers in the local area.
Relationship Management & Customer Experience
- Drive positive customer experience and advocacy to achieve the set customer satisfaction score (CSAT), Customer Effort Score (CES), and Net Promoter score (NPS).
- Minimize customer attrition by offering solutions and proactively responding to queries and complaints.
- Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis.
Branch Operations
- Support branch operations as assigned, including acting as a branch custodian (opening procedures, cash procedures) when required.
Risk & Compliance
- Ensure all onboarded customers meet AML/CFT/CPF guidelines.
- Continuously monitor customer transactions and document background/purpose of complex or unusual transactions.
- Identify high-risk accounts such as Politically Exposed Persons (PEP) and ensure annual EDDs are updated.
- Ensure accurate and complete data capture in the system with proper risk rating.
Academic Background and Experience
- University degree or above in a relevant business discipline (e.g., Business Administration or Finance).
- At least 7 years’ experience in retail banking and/or commercial banking.
- A minimum of 4 years sales experience.
- Diploma in Banking – AKIB is an added advantage.
Skills & Competencies
- Sound knowledge of Retail Banking/SME products and services.
- Thorough understanding of CBK regulatory framework.
- Strong leadership, marketing, sales, and management skills.
- Highly effective communicator with excellent interpersonal and motivational skills.
- Excellent relationship building and stakeholder management skills.
- Strong analytical and lateral thinking skills.
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